One of the first and most significant things customers notice about your business is your staff. This might sound like a no-brainer, but their appearance, grooming and hygeine standards have a great influence on the image your company presents to your patrons.

This can make or break the success of any organisation.

Remember, your people never get a second chance to make a good first impression! It is up to you to make certain that it is a positive one.

Have a good look at your staff through your customers’ eyes. Would you like to be served by them?

The Basics - Tips for Staff

Here are some valuable tips to assist your employees to maximise your customers’ overall first experience:

1. Body Language

• Upright and open. No slouching and folded arms.
• Face customer traffic flow. Never turn your back on a customer.
• Smile. It makes you and your customers feel better.
• Appear friendly and welcoming.
• Choose a positive attitude.

2. Courtesy

• Say ‘Good Morning, Good Afternoon or Good Evening’. Not 'Are you right?'!
• Use the customer’s name if you know it. Make an effort to learn their names if they are regulars.
• If you aren’t able to accommodate a customer’s request for any reason, apologise and offer an alternative solution.
• Say ‘please', 'thank you' and 'you’re welcome’.
• Use ‘Sir and Madam’.

3. Grooming

• Make sure that your clothing/uniform is clean and pressed.
• Appropriate shoes must be worn and are to be clean and polished.
• Hair must be clean, styled and away from the face.
• Jewellery is kept to a minimum.
• Male facial hair is well groomed or clean-shaven.
• Moderate ‘healthy-look’ make up to be worn.

4. Hygeine

• Deodorant is to be worn at all times.
• Teeth and breath must be clean and fresh.
• Hands must be clean and well manicured.
• Light fragrance/after-shave to be worn.

In general, your personnel need to be friendly and helpful at all times and do their best to offer your clients ‘service beyond expectations’. Hold regular team meetings or training sessions to review and maintain these service standards. Think about offering rewards or incentives when all of these principles are upheld or surpassed.

These basic tips will help you to boost sales, build your client base and keep them loyal to you.

This article was created by Valentino Arico. Valentino Arico is an accredited industry professional who specialises in the design, development and delivery of corporate training programs and seminars which he tailors to his client’s specific objectives. He is a qualified facilitator, presenter and keynote speaker. Valentino ensures that his participant’s learning experience is informative as well as entertaining in order to maximise their information retention and behavioural development. Contact Valentino on 0413 025 085 or arico@consultant.com.